Customer Service Manager

SaltWrap; Orlando (FL); Remote; USD 48,000 - 52,000; Full time

Job summary

SaltWrap is on the lookout for a proactive Customer Service Manager who can enhance customer experience in a fully remote setting. This role involves overseeing customer service operations, improving processes, and directly engaging with customers to uphold the company's mission of health and fitness. Candidates should be detail-oriented and possess strong management skills.

Benefits

Medical, Vision, and Dental Care Available

Company-funded 401K with contribution match

Qualifications

• Experience in customer service or customer-facing operations.
• High standard for service quality.
• Experience managing customer service teams and/or outsourcing partners.

Responsibilities

• Oversee customer service processes and strategy.
• Manage inbound and outbound customer phone support operations.
• Monitor and respond to public customer reviews.

Skills

Customer Service Management

Communication

Detail-oriented

Problem Solving

Tools

Shopify

Job description

Direct message the job poster from SaltWrap

We are currently recruiting for aCustomer Service Managerat SaltWrap.

If you are looking for afully remote position where you can share your passion for health and fitnessto improve the lives of others, this role is for you.

We are looking for a proactive, detail-oriented, and people-first professional to lead all customer service processes and strategy — acting as the chief advocate for the customer experience and voice of the customer across our organization.

The ideal candidate will have experience in customer service or customer-facing operations, a track record of process improvement, and a high standard for service quality. They will bring a “roll up the sleeves and own it” mindset, with a commitment to ensuring every customer touchpoint reflects the SaltWrap mission and values.

Experience in personal training or health coaching is not required but strongly preferred, as you'll draw on that background to better understand and support our customers and expand your impact within the SaltWrap services ecosystem.

Customer Service Manager Compensation and Benefits

• Medical, Vision, and Dental Care Available
• Company-funded 401K with contribution match
• Remote work (with occasional travel for offsites)

The Customer Service Manager is responsible for overseeing all aspects of SaltWrap’s customer experience — from frontline service operations to backend fulfillment coordination and feedback monitoring.

1. CUSTOMER SERVICE COMMUNICATION MANAGEMENT

• Respond to customer tickets as needed and ensure reporting, processes, and canned replies from Customer Service Agents are continually updated and optimized.

2. CUSTOMER PHONE SUPPORT

• Manage inbound and outbound customer phone support operations.
• Maintain procedures and ensure high-touch phone support that aligns with company voice and customer satisfaction goals.

3. REVIEWS AND FEEDBACK MANAGEMENT

• Monitor and respond to all public customer reviews (e.g., Reviews.IO, third-party platforms).
• Personally follow up on all negative reviews and maintain SOPs for reputation management.

4. ORDER & FULFILLMENT REQUESTS

• Manage order-related tickets including refunds, fulfillment issues, and shipping questions.
• Use tools like our Third Party Logistics Software and Shopify (online store) ecommerce dashboard to investigate and resolve order problems quickly and thoroughly.

5. CUSTOMER SERVICE TEAM & POLICY MANAGEMENT

• Oversee internal and agency-based customer service reps (e.g., third-party agency for phone support).
• Ensure adherence to SaltWrap standards and hold reps accountable for high-quality customer interactions.

6. VOICE OF THE CUSTOMER

• Serve as the bridge between customers and our operations/web teams.
• Regularly bring customer pain points to team meetings and advocate for customer-focused improvements to policy, fulfillment, and UX.

We’d love to hear from you if you have:

• A passion for health, wellness, and serving others.
• Experience managing customer service teams and/or outsourcing partners.
• Experience with e-commerce store tools (e.g. shopping cart software like Shopify)
• High attention to detail, strong communication skills, and a process-oriented mindset.
• The ability to work remotely on EST hours.

To be successful as Customer Service Manager, you need to possess strong skills and aptitude in the following categories:

• A passionate, impact-driven professional who thrives in ownership roles
• Aware, quality-focused, and fully accountable to KPIs and standards
• Calm under pressure and skilled at de-escalating complex customer issues
• Organized and able to document, train, and enforce customer service SOPs
• An advocate for both customer experience and internal team performance

Position location and hours:

• Salary Range: $48,000 - $52,000
• This is a fully remote position with occasional required travel for team offsites (estimated at 2-4 times per year, not including education-related or event travel).
• Candidates must have an adequate and stable home office or co-work space with high-speed internet connection.
• Candidate must be willing to commit to Eastern Standard Time working hours, 8:30am to 5:30pm ET (Monday through Friday).

We are looking to fill this position ASAP.

To be considered for this position, please do the following:

• Complete the application at this link (candidates who do not complete the onsite application at SaltWrap.com will not be considered): https://saltwrap.com/pages/position-title-customer-service-manager
• Attach your current resume when submitting your application.
• In the Cover Letter section, tell us in your own words why you are an ideal fit for this role (despite the ability to use AI for polished written communication, we are looking for an authentic Cover Letter submission in your own words).

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

• Industries

  Wellness and Fitness Services

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